Great
18,273 reviews
West & WillowHonesty, pricing, process and quality scores appear once 5 customers have rated them.
It's never been easier have a commissioned piece of art in your home! West & Willow pet portraits are hand-illustrated by our digital artists based on the photo you provide us.
West & Willow (westandwillow.com) has 18,273 customer reviews on Rated Honest, with an average rating of 4.1 out of 5.
18,273 approved reviews, newest moderated first
P. C.
Posted
Customer service :(. Not able to help me with my proof. There is no other way to contact the company aside from email.
Response from West & Willow· May 12, 2026
Hello P. Capistrant, We apologize for what happened. I’m glad to see this has already been sorted by our team, but if there’s anything else you need, we’re always here to help.
Brenda S.
Posted
I placed an order on April 26th which website stated orders placed by April 30 will be received by Mothers Day. I still have not received and unfortunately Mothers Day has passed. In all transparency I paid the extra money for a proof which I received within 2 days but stuck in my spam folder. I did approve the proof the morning of April 30th which is within the stated deadline. No customer service as there is no phone number to call and must correspond via email which takes 3-4 days for them to respond. I wonder if I should have paid the extra money to “skip the line” feature as I’m guessing a lot of people did this which put them ahead of my order. Either way I placed my order ahead of the deadline so shouldn’t have had to.
Response from West & Willow· May 12, 2026
Hello Brenda, We sincerely apologize for the delay and the frustration this has caused, especially with the missed Mother’s Day timing. This is not the experience we aim to provide. We understand your concerns regarding communication and turnaround times, and we truly appreciate you taking the time to share your feedback.
Miss J.
Posted
I requested the preview option and never received it. I would have made changes.
Response from West & Willow· May 12, 2026
Hello Miss Johnston, We’re sorry to hear this and understand your frustration. We did not receive any message requesting changes, but we truly appreciate you bringing this to our attention and will be happy to assist further.
Spencer B.
Posted
Firstly, I was told that I would get a preview of the design in under 48 hours. It’s been two weeks and I still have not gotten the promised preview. Secondly, I have no way to track my order. I was told it would come in one to two weeks, it’s been two weeks for a couple days and it has still not arrived. My email inbox is being spammed with advertisements and discounts trying to get me to buy stuff, with absolutely no updates on my package. My bank account has been charged, but there is no acknowledgment of my order at all until an email asking me for feedback. Well, considering that my package isn’t here yet, I’ll give you a one star. And again, no confirmation for my order, and no way to track it. I actually can’t even be sure that it will come at all. And as I said, they never sent me a preview like they promised. Even if it does come, it will be a complete surprise to me what it looks like. I will have no idea. I ordered this in April as a Mother’s Day gift. Today is Mother’s Day, and not only do I not have the package, but I have no way to know if or when the package is coming. This is by far been the worst experience. I’ve had ordering anything in recent memory. And on top of that, when I looked on their website for a phone number, so I could yell at someone about this, they provided none. The only way to get in contact with them is through an email. Spoiler alert; they do not answer their email. Wish I could give zero stars.
Response from West & Willow· May 12, 2026
Hello Spencer, We sincerely apologize for the delays, lack of updates, and frustration this has caused—this is not the experience we aim to provide. We understand how disappointing this is, especially given the timing, and truly appreciate you bringing this to our attention.
Lisa K.
Posted
Beautifully crafted. Made my friend so happy
Response from West & Willow· May 12, 2026
Hello Lisa, Thank you so much! We’re so glad to hear it made your friend happy—that truly means a lot to us!
Natalie B.
Posted
The artist this time did a terrible job with my dogs portrait. It hardly looks like my dog and I’m going to be extremely disappointed if they aren’t willing to redo the portrait.
Response from West & Willow· May 10, 2026
Hello Natalie, I’m really sorry to hear you were disappointed with your recent order. We completely understand how important it is to get your order in perfect condition and I’m really sorry we missed the mark on this! We just sent an email to make things right. ❤️ Looking forward to your reply!
Tricia B.
Posted
This is my third purchase from West & Willow, and just like my previous orders, I received prompt, courteous service and, most importantly, an exceptional product. The detail is amazing! My sister, who lost her beloved dog and was the recipient of this gift, was moved to tears. I also changed my mind about the size I originally ordered and emailed customer service to request a change. I received a quick response, and the adjustment was made without any problem. I highly recommend West & Willow!
Response from West & Willow· May 9, 2026
Hello Tricia, Thank you so much for your continued support and thoughtful feedback! We’re truly honored you’ve trusted us for a third time, and it means so much to hear the portrait had such a meaningful impact. We’re especially glad our team could assist quickly with your size change and make the process smooth for you. Your recommendation means the world to us—thank you again!
Laurel L.
Posted
Absolutely love my prints. It's my second time ordering and I'm still happy!
Response from West & Willow· May 9, 2026
Hello Laurel, Thank you so much for your continued support! We’re thrilled to hear you absolutely love your prints and that your second experience was just as great—it truly means a lot to us!
